Are you ready to take your technical expertise to the next level? We’re looking for a 2nd Line Engineer to join our dynamic Service Desk team. In this role, you’ll be the go-to escalation point for resolving complex technical issues while building strong relationships with our clients and mentoring your peers. You’ll ensure that our clients receive top-notch support while keeping technical documentation accurate and up-to-date for seamless service delivery.
What You’ll Do:
* Service Excellence: Handle incoming calls to the Service Desk, log activities in our CRM, and follow established procedures to ensure exceptional customer service.
* Problem Solving: Diagnose and resolve technical issues, escalating when necessary, to deliver timely solutions.
* System Management: Install, maintain, and troubleshoot hardware/software, reconfiguring and performing upgrades as required.
* Team Support: Act as a mentor for 1st Line Engineers by providing technical assistance and sharing your expertise.
* Client Interaction: Maintain and update client site documentation, propose system improvements, and build strong client relationships.
* Out-of-Hours Support: Provide after-hours client support as part of a rotating schedule (2nd and 3rd line only).
* Continuous Improvement: Stay up-to-date with technologies used by Air IT and its clients, and ensure all work aligns with our Information Security Management System (ISMS).
What You’ll Bring:
Essential Qualifications, Knowledge, and Experience:
* Proven experience as a Service Desk Engineer.
* Expertise in Microsoft Windows Server/Desktop Environments.
* Familiarity with Microsoft 365, Azure Active Directory, Backup/DRaaS, and related technologies.
* Solid knowledge of Networking technologies (TCP/IP, Firewall, Routing/Switching).
* Outstanding customer service and communication skills.
Desirable Qualifications and Experience:
* Knowledge of InTune, Conditional Access Technologies, and Mimecast email security.
* A valid UK driving license.
Why apply?
This is your chance to work in a collaborative environment where your skills will shine, and your contributions will make a real impact. You'll have the opportunity to grow professionally, support a variety of clients, and play a pivotal role in the success of our Service Desk team.
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